Responsibilities
· Use common network management tools to receive and acknowledge network alert and understand common syslog messages levels (0 – 7)
· Identify technical issues and problems in a timely and accurate manner
· Record incidents according to standard protocols and incident management frameworks
· Classify incidents and requests according to predetermined categories
· Conduct basic troubleshooting for commonly-encountered infrastructure and network-problems
· Follow well-defined instructions and procedures from an action plan to carry out basic activities supporting network upgrade
· Ability to use simple tools and utilities to efficiently support network issues.
· Follow and execute standard processes and techniques for network fault detection, identification and isolation.
· Perform regular network backup and basic device health check and related set of procedures and instructions to execute simple & routine tasks.
· Maintain updated log and documentation of day to day levels of network performance
· Resolve commonly encountered network faults and failure using relevant network maintenance tools, in line with standard fault recovery procedures
· Understand escalation process and execute on a timely manner.
· Owning of network incident assigned from opening until closure.
· Perform call routing or escalation to 3rd party vendor
· Understand service level agreement (SLA) with customer and principal
· Produce incident report is and when it is required.
Requirements
- Minimum Degree in IT/Computer Science or relevant qualifications
- Degree holders with 3 years in IT and Network experience
- Diploma holders with more than 7 years of experience and good technical skills can be considered
- CCNA certification is preferred (Routing and switching & wired and wireless network fundamentals)
- Good with network knowledge: IPv4, IPv6 addressing, Internetworking protocols (ARP, DHCP, DNS), Securing Networks, Routing Protocols - OSPF, EIGRP, Spanning-Tree (STP, RSTP, MSTP), Concepts of Vlans, Trunk, Access CDP, LLDP, LACP, PaGP, HSRP, VRRP
